Customer Retention & Data Entry Specialist
Resume:
ERIK LAUREL
Austin, TX *****
956-***-**** ******@*****.***
PROFESSIONAL SUMMARY
Customer-focused professional with extensive experience in sales, customer service, data entry, administration, fraud prevention, and account management. Strong background in handling high-volume customer interactions, maintaining accurate records, meeting KPIs, resolving customer concerns.Proficient in database systems and Microsoft Office with excellent communication and organizational skills. PROFESSIONAL EXPERIENCE
Actively seeking full-time job with good work environment. TruGreen
Retention Specialist Jan 2026 – Aug 2026
Handled customer calls regarding lawn, tree, and landscaping services.
Assisted customers with fertilization, pest control, and disease treatment services.
Addressed concerns and worked to retain customers and maintain their accounts. Dabella — Home Improvement Company
Customer Care Representative Apr 2025 – Dec 2025
Handled customer inquiries regarding roofing, windows, gutters, and bathroom projects.
Provided updates on project schedules, installations, and completion timelines.
Directed customer concerns to the appropriate local office for resolution.
Supported nationwide customers through a centralized call center. Spectrum — Austin, TX
Retention Sales Specialist Oct 2023 – Mar 2025
Handled inbound customer calls and assisted with account-related inquiries.
Retained customer accounts and upsold additional services.
Consistently worked toward sales goals, KPIs, and performance metrics.
Completed special projects and assignments as required. Intertek/PSI – Randstad — Austin, TX
Data Entry Clerk / Administrator Apr 2023 – Sep 2023
Entered and updated concrete break test results into database systems.
Coordinated with field technicians to review reports and identify discrepancies.
Maintained accurate and organized current and historical data.
Assisted office administrators with special projects. Enterprise Car LLC — Austin, TX
Tag & Title Clerk Jan 2023 – Mar 2023
Received vehicle titles and license plates and entered information into the database.
Prepared title documentation using buyer and seller information.
Filed and indexed vehicle sales paperwork.
Managed special projects involving automobile tags and plates. Employment gap - went back home to support family Aug 2022 - Jan 2023 Flooring Services — Austin, TX
Customer Account Service Representative Jan 2022 – Aug 2022
Responded to customer and homeowner calls regarding orders and services.
Coordinated with purchasing and sales teams to ensure accurate orders.
Worked with builders and contractors to complete work orders.
Assisted with special projects and customer account needs. Natera — Austin, TX
Data Clinical Operator Jan 2020 – Dec 2022
Received and processed patient laboratory blood samples and corresponding orders.
Entered laboratory information into internal systems and reviewed data for discrepancies.
Maintained accurate records and documentation.
Submitted reports to Tier 2 laboratory personnel for further analysis. Addison Group / Austin Diagnostic Clinic — Austin, TX Customer Support Agent Sep 2018 – Dec 2020
Handled high-volume inbound customer calls.
Provided technical support for the online patient portal.
Assisted patients with questions and directed calls to appropriate departments and physicians.
Maintained professional and efficient customer service. Triple A Bail Bonds — Laredo, TX
Customer Service Representative Mar 2016 – Jun 2018
Handled high-volume inbound calls and customer inquiries.
Applied effective customer service and communication skills.
Assisted with clerical and administrative duties.
Performed documentation and data entry.
Celink — Austin, TX
Mortgage Default Specialist Feb 2015 – Feb 2016
Provided loss mitigation options to borrowers experiencing default.
Assisted borrowers with repayment plans and available payment options.
Documented customer interactions and maintained detailed account notes.
Completed special projects assigned by clients and investors.
Utilized Microsoft Office tools to organize and manage information. Manpower / Sears Call Center — Round Rock, TX
Fraud Prevention Representative Oct 2013 – Jan 2015
Verified and authorized online orders through inbound and outbound calls.
Researched public records and other resources to identify potentially fraudulent orders.
Escalated orders requiring additional review or assistance.
Documented and tracked orders associated with suspected fraudulent activity. Volt / Apple Inc. — Austin, TX
Chat Sales Specialist Jun 2011 – Sep 2013
Assisted customers through online chat with product information and sales inquiries.
Guided customers through the purchasing process.
Provided professional product recommendations through email.
Documented customer interactions and sales-related conversations. Employment gap - completing college Aug 2008 - Jun 2011 Manpower / Delphi Packard — Laredo, TX
Customs Clerk Oct 2007 – Aug 2008
Prepared import and export documentation for material shipments.
Maintained and updated inventory records based on daily shipments.
Coordinated with inventory and warehouse teams on special projects.
Ensured shipment documentation and records were accurate and organized. EDUCATION
Texas State University — San Marcos, TX
Bachelor of Arts (B.A.) in Mass Communication – Advertising Aug 2008 – May 2014
CORE SKILLS
Customer Service & Account Management
Retention Sales & Upselling
Inbound & Outbound Calls
Data Entry & Database Management
Administrative Support
Fraud Prevention
Documentation & Record Keeping
Order Processing
Technical Support
KPI & Sales Goal Achievement
Microsoft Office Suite
Customer Relationship Management
Problem Solving & Communication
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